Refund Policy

At Starbird Chicken, we are committed to delivering exceptional food quality and a satisfying customer experience every time you order. We understand that issues can occasionally arise, and this Refund Policy has been established to ensure that all concerns are handled fairly, transparently, and efficiently. Please read this policy carefully before placing an order through our website at starbird-meal.click.

By placing an order with Starbird Chicken, you agree to the terms outlined in this Refund Policy. This policy is governed by applicable United States federal consumer protection laws, including the Federal Trade Commission (FTC) Act, as well as state-specific consumer protection regulations where applicable.

1. Our Commitment to Quality

Starbird Chicken takes pride in preparing fresh, high-quality chicken and food products. Every order is prepared with care and attention to detail. However, we acknowledge that errors, quality concerns, or unforeseen circumstances may occur. In such cases, we are dedicated to making things right for our valued customers.

Our refund and resolution process is designed to be straightforward and customer-friendly. We encourage all customers to reach out to us as soon as possible if they experience any issues with their order.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered.
• Missing Items: Part of your order was missing upon delivery or pickup.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise unfit for consumption.
• Damaged Packaging: Food arrived with severely damaged packaging that compromised the integrity or safety of the product.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Delivered: Your order was confirmed and charged but was never delivered and cannot be located.
• Significant Delay: Your order was delivered significantly later than the estimated delivery time, rendering the food unacceptable.

All refund requests are subject to review and verification by our customer service team. We reserve the right to request supporting documentation, including photographs, before approving a refund.

3. Timeframes for Refund Requests

To ensure that your concern can be properly investigated, refund requests must be submitted within the following timeframes:

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Orders where the customer has changed their mind after preparation has begun.
• Items that have been fully consumed or substantially consumed before a complaint is raised.
• Customized orders where the customer provided incorrect customization instructions (e.g., wrong sauce, wrong size).
• Delivery fees, service fees, and platform convenience charges (unless the order was not delivered at all).
• Promotional items, complimentary add-ons, or free items included with a qualifying purchase.
• Gift cards, vouchers, or store credit once they have been redeemed.
• Orders where the customer was unavailable to receive the delivery after multiple attempts.
• Dissatisfaction based solely on personal taste preference, provided the food was correctly prepared as ordered.

5. How to Request a Refund (Step-by-Step)

Requesting a refund with Starbird Chicken is simple. Please follow the steps below to submit your request:

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account will depend on your payment method:

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds apply when:

• Only a portion of your order had a quality issue, and the remainder of the order was satisfactory.
• Some items from your order were missing, but the majority of the order was received correctly.
• An order arrived late but was partially consumed by the customer before a complaint was submitted.
• The issue reported affects only part of the order value, such as a missing side dish or beverage.

The amount of a partial refund will be determined based on the value of the affected items relative to the total order value. Our customer service team will communicate the proposed partial refund amount during the resolution process.

8. Exchange Policy

Because Starbird Chicken specializes in freshly prepared food products, traditional product exchanges are generally not feasible in the same way as retail goods. However, we do offer the following alternatives in place of or in addition to a monetary refund:

• Order Replacement: If your order was incorrect or significantly below our quality standards, we may offer to prepare and deliver a replacement order at no additional cost.
• Store Credit: In lieu of a monetary refund, we may offer store credit of equal or greater value to be applied to a future order.
• Complimentary Items: In cases of minor issues or inconveniences, we may offer complimentary items on your next order as a goodwill gesture.

The availability of these alternatives will be assessed on a case-by-case basis by our customer service team. We aim to provide the most appropriate resolution based on the specific circumstances of each complaint.

9. Cancellation Policy

We understand that circumstances can change. Our cancellation policy is as follows:

9.1 Cancellation Before Preparation Begins

You may cancel your order free of charge if the cancellation request is submitted within 5 minutes of placing the order and before kitchen preparation has commenced. In this case, a full refund will be issued to your original payment method.

9.2 Cancellation After Preparation Has Begun

Once our kitchen staff has begun preparing your order, cancellations are generally not accepted, and refunds will not be issued. This is because food preparation is a time-sensitive process and ingredients cannot be reused once preparation has started.

9.3 Cancellation After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. If you are unavailable at the delivery address, please refer to our non-refundable conditions outlined in Section 4.

9.4 How to Cancel an Order

To request a cancellation, please contact us immediately via email at [email protected] with your order number and the reason for cancellation. We will confirm whether the cancellation is possible based on the current status of your order.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, Starbird Chicken provides the following dispute resolution process:

10.1 Internal Escalation

In the first instance, if you disagree with the resolution provided by our customer service team, you may request that your case be escalated to a senior member of our management team. Please send your escalation request to [email protected] with the subject line "Escalation Request – [Your Order Number]." We will respond within 3–5 business days.

10.2 Mediation

If an internal resolution cannot be reached, both parties may agree to engage a neutral third-party mediator to assist in resolving the dispute. The costs of mediation will be shared equally between Starbird Chicken and the customer unless otherwise agreed.

10.3 Regulatory Complaint

Customers in the United States retain the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with their respective state consumer protection agency if they believe their consumer rights have been violated.

10.4 Chargebacks

We encourage customers to contact us directly before initiating a chargeback with their bank or credit card provider. We are committed to resolving issues promptly and fairly. However, if a chargeback is initiated without first attempting resolution through our customer service team, we reserve the right to dispute the chargeback and provide the relevant transaction documentation to the payment processor.

11. Food Safety Concerns

If you believe that a food product from Starbird Chicken has caused illness or poses a food safety risk, please contact us immediately. In addition to processing your refund or complaint, we take food safety matters extremely seriously and will conduct an internal investigation. You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA) at www.fda.gov.

12. Changes to This Refund Policy

Starbird Chicken reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at starbird-meal.click with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes acceptance of the revised policy.

13. Contact Us

For all refund requests, cancellations, and customer service inquiries, please contact us using the information below. Our team is available to assist you and will respond as promptly as possible.